You are here:
Set Up Building Blocks for Scheduling Policies
Scheduling policies define the rules and criteria for matching service resources to appointments. Use scheduling policies to control which resources are available and how they're prioritized.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions |
| User Permissions Needed | |
|---|---|
| To set up building blocks for scheduling policies: | Workforce Scheduling Manager |
- From Setup, click Salesforce Go.
-
Search for
Scheduling Policies. - In the search results, under Features, select Scheduling Policies for Workforce Scheduling.
-
To enable scheduling policies, turn on Scheduling Policies for Workforce
Scheduling.
The prerequisite Turn On Workforce Scheduling Initial Setup is completed automatically.
-
Under Complete the Required Steps, complete these steps in order.
- To represent your KPIs and goals when scheduling appointments, click Go to Setup next to Create Service Objectives, and then create service objectives.
- To set criteria for which service resources can work a given appointment, click Go to Setup next to Create Work Rules, and then create work rules.
- To schedule service resources for appointments based on rules and objectives that you define, click Go to Setup next to Create a Scheduling Policy, and then create a scheduling policy.
- To choose the default scheduling policy for your org, click Manage next to Select Default Scheduling Policy, and then select a policy.
- To add your scheduling policy to a flow so that available service resources are identified when users book an appointment, click Go to Flows under Unlock Advanced Functionality and edit the flow.
- Create a Service Objective for Workforce Scheduling
Service objectives represent the KPIs and goals that the scheduling engine uses when evaluating service resources for appointments. For example, use a load balancing objective to distribute appointments evenly across your team based on appointment count or total duration. - Create a Work Rule for Workforce Scheduling
Work rules define the criteria that determine which service resources are eligible for a given appointment. Each rule filters resources based on a specific factor such as skills, availability, territory, or calendar conflicts. - Create a Scheduling Policy for Workforce Scheduling
A scheduling policy combines work rules and service objectives into a single configuration that the scheduling engine uses to find the best service resources for an appointment. Work rules filter which resources are eligible, and service objectives rank the eligible resources based on your business priorities. - Select a Default Scheduling Policy for Workforce Scheduling
The default scheduling policy determines which work rules and service objectives the scheduling engine applies when no other policy is specified. After you create at least one scheduling policy, select it as the default for your org. - Add Your Scheduling Policy to a Flow
Associate a custom scheduling policy with a scheduling flow so that Workforce Scheduling uses it when identifying available service resources, finding time slots, and creating appointment records.
Did this article solve your issue?
Let us know so we can improve!
